Online Support

Looking to reduce your global customer support costs?

In today’s global marketplace, delivering high quality after-sales support in local language is no longer an optional activity. SDL helps you cost effectively deliver your online product knowledgebase in multiple languages to support your customers' requirements around the globe.

Contact SDL

Through our partnership with SDL, we provide support to our global dealers at 40% lower costs with significantly faster turnaround times. This provides solutions to their technical issues every hour of every day of the year, whilst significantly reducing the workload on support centres.

Joe Pstrak, Director of Dealer e-Business Services, CNH

As an organization providing complex products to global markets, overcoming budget constraints to provide effective after-sales support in multiple languages is a challenge, but addressed effectively provides you with a distinct competitive differentiator.

As part of a Global Information Management strategy, technology and language services from SDL can be leveraged to centralize all global content requirements, significantly reducing the costs involved in delivering online self-help in the language of choice for your global customer. In turn the following benefits can be realised:

Cost containment
Reduce volume of offline support calls
Write support content once, translate once, reuse many times
Increased automation of multilingual delivery

Enhanced customer satisfaction
Consistent, accurate product information readily available in multiple languages, 24 hours a day, 7 days a week

Improved efficiency of customer complaints handling
Early visibility of product concerns on a global basis
Faster deployment of product fixes in multiple languages
Reduced warranty exposure

Improved accuracy across global content
Fully publishable quality and consistency
Faster time-to-market for global information updates

Webex

OneWeb: Intel - Delivering cost-effective, consistent online support to a global audience

In today's global marketplace delivering self-help product support to customers in their local language is complicated. In this webinar Intel will explain how they have used a combination of XML-based technology and business process changes to deliver improved production efficiencies and consistency of online support content for a global audience.

OneWeb: CNH and SDL: Optimizing the efficiency of global online support

This webinar will explore some of the techniques and technologies that can be used to deliver self-help support to your customers in their local language – quickly, efficiently and at low cost. Topics will include:

- How to cost-effectively deliver your product knowledgebase in multiple languages
- The intelligent use of machine translation for online support
- Global Manufacturing Support example: Case New Holland Global N.V.

Case Studies

CNH Dealer Network gets multilingual support database

“Our dealer network now has 24x7 support via a knowledge base of approved solutions to known concerns available in multiple languages. Of all the dealer searches in ASIST, 80% are now resolved using self-service with only 20% escalated. This has resulted in less down time and improved customer satisfaction.”

Canon Cuts Costs With Multilingual Support Module

“By combining SDL's worldwide translation services with SDLWorkFlow, an enterprise-class web-based globalization management system, SDL helped Canon achieve their vision...”

White Papers

Global Support white paper 'Any language you want - so long as it's English'

How today’s support manager can deliver a truly global support experience

Online Support on the Global Stage An SDL Management Briefing Paper

Delivering customer support in local languages can be complex. There is a significant volume of content – of a magnitude several times greater than that in the sales and marketing environment – it is resource intensive and expensive..